Service Delivery Manager - Toronto, Canada
Dimension Data
Toronto, Ontario, Canada
10d ago

Service Delivery Manager - Toronto, Canada

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.

You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.

You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.

You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams.

Great work. Great opportunities.

Want to be part of our team?

The role of the Service Delivery Manager is targeted at Dimension Data’s key, large clients with multiple services, large-

volume and complex procurement, and upside growth potential. The role of a Service Delivery Manager is to represent Dimension Data as the day-

to-day point of contact for select key clients, focusing on ensuring client satisfaction and ease-of-use through effective and efficient operations.

Service Delivery Managers ensure the client has a strong and effective operational relationship with Dimension Data. They serve as Trusted Advisors to clients, providing consultative guidance to help the client achieve its business objectives.

The Service Delivery Manager is responsible for the operations related to all contracted services, procurement, installations and projects, client satisfaction and PS and MS profitability, as well as improving the operational relationship between DD and the client through developing quality management and process improvement techniques.

Service Delivery Managers leverage portfolio management techniques to manage the many projects and services work streams in process with the client to ensure Dimension Data meets the client’s business objectives.

Key measures of success are the effectiveness and efficiency of our operational relationship with the client.

What you'll be doing

  • Responsible for the overall operational relationship for a key enterprise client ensuring high client satisfaction. Act as escalation point for issues that may impact client relationship in order to mitigate potential negative consequences.
  • Capture and communicate client’s business objectives and ensure Dimension Data exceeds their expectations
  • Ensure effective operations across all procurement, professional services, and managed services externally by educating the client and advocating for the use of Dimension Data tools and processes
  • Act as a central point of contact internally, ensure effective operations across all procurement, professional services, and managed services through collaboration with internal DD stakeholders, such as the GSC, PMO, Staging and Warehouse, Bid Desk, and Procurement and Logistics
  • Manage multiple aspects of the business relationship with the client including : billing under SLAs, exception billing, service credits, change order billing, and service level changes and exceptions
  • Oversee and advise on project administration and operations as needed to ensure client satisfaction
  • Engage in Quarterly Business Reviews with clients
  • What would make you a good fit for this role?

    Education / Qualifications Required

  • Bachelors Degree required. Masters Degree preferred.
  • Work Experience Required

  • 5-7 years of relevant experience in areas such as client advocacy / support, portfolio management, and technology operational management
  • At least one year of experience acting in a team lead or supervisory role.
  • Services knowledge of any combination of the following technical services is required : security, digital infrastructure and digital communications.
  • Skills and Core Competencies

  • Excellent business awareness and solid analytical skills
  • Business consulting skills
  • Excellent interpersonal and leadership skills
  • Ability to multi-task and prioritize with great attention to detail
  • Ability to be effective in a matrix environment
  • Proficient in leading team efforts
  • Excellent communication skills and documentation skills
  • Excellent client liaison and facilitation skills
  • Ability to originate new projects with existing clients through understanding of client business needs
  • Join our growing global team and accelerate your career with Dimension Data. Apply today.

    Diversity in Dimension Data

    Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

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